Leader, Customer Success Operations: Adoption & Experience

AdvancedMD•South Jordan, UT

1d•Hybrid

About The Position

AdvancedMD is seeking a customer-obsessed leader to build and own the end-to-end customer journey from sale to full adoption. This role is crucial for supporting both established enterprise clients and a new product-led offering. The Leader, Customer Success Operations Adoption & Experience will be responsible for the customer journey map and insights, the voice-of-the-customer program, and the Enablement team. This is a strategic and hands-on role that requires influencing cross-functional teams to drive measurable improvements in customer adoption, time-to-value, and gross revenue retention. The ideal candidate will enjoy mapping customer experiences, leveraging data and feedback for decision-making, and developing educational resources to accelerate customer productivity.

Requirements

8+ years of progressive experience in customer success, customer experience, customer education, or related post-sale functions.
At least 3 years in a people leadership role (Director-level candidates typically bring 10+ years of experience and 5+ years of people leadership).
Background in B2B SaaS or healthcare technology.
Bachelor's degree in Business, Communications, Education, or a related field required; equivalent experience considered.
Proven success designing and scaling a digital or tech-touch customer success program that measurably improved adoption or retention.
Experience mapping an end-to-end customer journey and driving improvements through the teams that own each stage.
Track record leading customer education or enablement teams that produced content and programs at scale.
Experience building or running a voice-of-the-customer program and turning qualitative and quantitative feedback into action.
Data fluency: ability to define metrics, frame analytical questions, interpret results, and direct analysts, and tie program outcomes to GRR, NRR, and time-to-value.
Strong executive communication and cross-functional influence skills, including with Product, Marketing, and Sales leadership, without direct authority.
Ability to operate as both a strategic leader and a hands-on builder during periods of organizational change.
Clear communication with non-technical stakeholders.

Nice To Haves

Hands-on experience with CS platforms (e.g., Planhat, Gainsight) and digital adoption platforms (e.g., Pendo) at a program-ownership level.
Applied AI to content creation, customer feedback analysis, or customer engagement at scale, with a clear point of view on its most effective applications.
Experience building a function from an early stage, including defining roles and headcount needs.
Hands-on analytical skills (e.g., SQL, BI tools, advanced Excel) or a certification in customer success or customer experience (e.g., CCXP).
Background in healthcare technology, practice management, or EHR software, with an intuitive understanding of what drives adoption and churn in medical practices.
Advanced degree preferred.
Obsession with the customer journey and natural ability to translate customer feedback and operational data into decisions that improve it.
Ability to lead with clarity and calm in ambiguous environments, earning trust as a partner across teams.

Responsibilities

Own the end-to-end post-sale customer journey map, from implementation through long-term CSM ownership and support, using it as a practical tool for improvement.
Identify customer bottlenecks and collaborate with relevant leaders to implement solutions.
Define adoption milestones and key customer moments in partnership with CS leaders to ensure alignment across teams.
Partner with CSM leadership to develop lifecycle playbooks and engagement strategies based on segment, journey insights, VoC findings, and data.
Collaborate with Implementation leadership to reduce time-to-value by identifying friction points, recommending efficiency improvements, and determining where automated or self-serve training can be utilized.
Shape digital customer success initiatives with the CSM onboarding team by contributing journey insights, adoption milestones, and content.
Apply AI and automation to scale team impact, working with CS Systems to avoid redundant tools and efforts.
Lead the Enablement function for customers, Professional Services, CSMs, and Support.
Transition the Enablement team from request-driven training to proactive education aligned with journey gaps, product releases, and regulatory changes.
Partner with instructional design, technical writing, and video teams to deliver scalable content and programs.
Build and manage the voice-of-the-customer program in collaboration with Product, Marketing, Support, and other departments.
Share customer insights across the organization to ensure decisions reflect the customer experience.
Define and report on adoption and experience metrics, and shape the customer health score in collaboration with CS leaders, BI, and CS Systems.
Connect outcomes to Gross Revenue Retention (GRR) and present results and recommendations to the Sr. Director, Customer Success Operations.
Lead and develop the team, directly managing the Enablement team and the Program Manager, Customer Journey & Insights.
Foster a culture of rigor, accountability, and continuous improvement.